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• REVENUE ENHANCEMENT
• PORTFOLIO ANALYTICS
• CUSTOMER CONTACT CENTER

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Analytics
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Analytics is the extensive use of data,
statistical analysis, explanatory and predictive
models, and fact-based management to drive
decisions and action. These decisions and actions
could be to drive human decisions or to drive
fully automated decisions. This data is studied
to understand and analyze segments of business to
drive performance.
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Highest Level Analytics
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Compete on Analytics By Jerome H.
Davenport Jeanne G. Harris Harvard Business
School Press
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Analytical Capability Stages
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Analytically Impaired
Limited Insight Information Marketplace and
Competitors
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Analytical Aspirations
Some performance metrics Better understanding of
competitors
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Analytical Competitors
Deep Strategic Insights Broad Based FACT culture
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• Shared Reporting
• Query/Drill Down
• Alerts
• Statistical Analysis
• Forecasting
• Predictive Modeling
• Optimization

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Another School of Thought
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Blink The Power of Thinking Without
Thinking By Malcolm Gladwell Little, Brown and
Company
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• Quick Decisions
• Snap Judgments
• First Impressions
• The Power of Knowing in the First Two Seconds

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Competing on Analytics vs. Blink
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The Success of the deli with impaired
analytics The success of the deli that competes
on analytics Hint Mind your own store
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Competition-focused companies risk complacency
when they become industry leaders but
customer-focused companies must always keep
improving. Years from now, when people look
back at Amazon, I want them to say that we
uplifted customer-centricity across the entire
business world. - Jeff Bezos, Founder and CEO
of Amazon.Com
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Analytics vs. The 2-second rule
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The 10 Million Kouros Sculpture 14-month
analytical approach vs. The 2-second look at its
fingernails
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• The Proposed Solution
• Stick to the basics
• Fact-based decisions
• The power of DNA
• Gut Feelings supported by facts

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Analytics in Use
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Interactive Production Pivots
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Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
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Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
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Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization
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Interactive Production Pivots
Interactive production reporting allows
visibility to discrete portfolio segments /
resources / strategies for maximum tracking and
optimization

• Business Unit
• Month Week Date
• Manager - Agent
• Timezone Breakouts
• Best time to call (Day / Hr)
• Call Direction / Campaign Type

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Harris Harris is committed to harnessing data
into information which can be used to better
manage and optimize performance. Harris Harris
utilizes a business intelligence reporting system
focusing in consumer finance and collection
environments.
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• Our Metrics
• Hours by unit
• Calls - by type
• Promises to pay
• Right Party Contacts
• Promise

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• Analysis
• Initial Account Placement
• 44,602 Accounts
• 42,711,355

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• REVENUE ENHANCEMENT
• PORTFOLIO ANALYTICS
• CUSTOMER CONTACT CENTER